KA
Kerry A
1 reviews | Active since Jan 2018
02 Aug 2024, 11:30
Duplicate Debit--still not reversed
Our alarm system was upgraded for which I paid a 50% deposit before work began. After work was completed I was told the balance would be debited straight from my account. They did that. And also debited the FULL amount. I have now paid twice for this alarm system upgrade. As I obviously did not budget for the duplicate expense, my bank account is overdrawn and I am incurring penalty fees. Every conversation with the call centre agent is either: 1. We are trying to work out what your refund should be (it should be easy: reverse the incorrect debit order), or 2. We can't reach your credit controller.
If I cannot trust ADT with my bank account details, how can I trust them with our home security.
Helpful (0)
Replies (4)0
Replies (4)
Adt Security's replyOfficial
02 Aug 2024, 12:10Dear Kerry Anderson
We apologize for the inconvenience caused. You will be contacted by our Social Media Officer as soon as possible to discuss further.
Kind Regards Fidelity-Adt
We apologize for the inconvenience caused. You will be contacted by our Social Media Officer as soon as possible to discuss further.
Kind Regards Fidelity-Adt
Adt Security's reply02 Aug 2024, 12:10
Official
Dear Kerry Anderson
We apologize for the inconvenience caused. You will be contacted by our Social Media Officer as soon as possible to discuss further.
Kind Regards Fidelity-Adt
We apologize for the inconvenience caused. You will be contacted by our Social Media Officer as soon as possible to discuss further.
Kind Regards Fidelity-Adt
KA
Kerry A's updateReviewer Update
03 Aug 2024, 14:53Mpho from the Social Media team contacted me not long after your message. She assured me that she would follow up on the problem with our account manager. I heard nothing further yesterday and now it is the weekend and I am still short R29,000. I have the impression that it is critically important for me to make sure I make my payments on time but not so important when you take money from my account without permission.
KA
Kerry A's update03 Aug 2024, 14:53
Reviewer Update
Mpho from the Social Media team contacted me not long after your message. She assured me that she would follow up on the problem with our account manager. I heard nothing further yesterday and now it is the weekend and I am still short R29,000. I have the impression that it is critically important for me to make sure I make my payments on time but not so important when you take money from my account without permission.
Adt Security's replyOfficial
05 Aug 2024, 07:38Dear Kerry Anderson
We really do apologize for the inconvenience caused. We have escalated your complaint to higher management. You will be contacted as soon as possible to discuss further.
Kind Regards Fidelity-ADT
We really do apologize for the inconvenience caused. We have escalated your complaint to higher management. You will be contacted as soon as possible to discuss further.
Kind Regards Fidelity-ADT
Adt Security's reply05 Aug 2024, 07:38
Official
Dear Kerry Anderson
We really do apologize for the inconvenience caused. We have escalated your complaint to higher management. You will be contacted as soon as possible to discuss further.
Kind Regards Fidelity-ADT
We really do apologize for the inconvenience caused. We have escalated your complaint to higher management. You will be contacted as soon as possible to discuss further.
Kind Regards Fidelity-ADT
KA
Kerry A's updateReviewer Update
05 Aug 2024, 10:16I am very impressed by how quickly the team respond to these messages. The amount has been mostly refunded (less an amount of R266.35 has not yet been explained).
ADT staff have really been responsive. My complaint is that something in the system or processes appears to be broken. It is madness that in order to get responses I have to go via HelloPeter. It is also scary that ADT can take any money off my account whenever they want. Actually that part is terrifying.
Again, ADT staff are not the problem here. But ADT really needs to review how their processes work.
ADT staff have really been responsive. My complaint is that something in the system or processes appears to be broken. It is madness that in order to get responses I have to go via HelloPeter. It is also scary that ADT can take any money off my account whenever they want. Actually that part is terrifying.
Again, ADT staff are not the problem here. But ADT really needs to review how their processes work.
KA
Kerry A's update05 Aug 2024, 10:16
Reviewer Update
I am very impressed by how quickly the team respond to these messages. The amount has been mostly refunded (less an amount of R266.35 has not yet been explained).
ADT staff have really been responsive. My complaint is that something in the system or processes appears to be broken. It is madness that in order to get responses I have to go via HelloPeter. It is also scary that ADT can take any money off my account whenever they want. Actually that part is terrifying.
Again, ADT staff are not the problem here. But ADT really needs to review how their processes work.
ADT staff have really been responsive. My complaint is that something in the system or processes appears to be broken. It is madness that in order to get responses I have to go via HelloPeter. It is also scary that ADT can take any money off my account whenever they want. Actually that part is terrifying.
Again, ADT staff are not the problem here. But ADT really needs to review how their processes work.